Executive Decision Support Brief: Policy CSP-2023-017
Policy Name: Priority Plus Customer Support Policy
Analysis Date: 2023-10-26

1. Executive Summary
This proposal introduces a new premium support tier, "Priority Plus," for enterprise clients, formalizing the service offering with a guaranteed 15-minute first-response SLA and dedicated Technical Account Managers (TAMs). This initiative aims to replace the inconsistent "Gold Support" program, creating a new revenue stream and a significant competitive differentiator. Key stakeholder feedback indicates strong sales support but raises operational staffing and financial modeling concerns that require attention.

2. Impact Analysis
Based on historical data from previous service tier introductions (e.g., 'Enhanced Support' rollout in 2021), the following outcomes could be expected within 12 months of implementation:



Metric
Predicted Change
Confidence
Supporting Data Points




Enterprise Client Churn
-8% to -12%
High
High-value clients frequently cite support responsiveness as a key factor.


New Enterprise Sales
+5% to +7%
Medium
Based on sales team feedback and competitive analysis.


Operational Support Cost
+15% to +20%
High
Driven by required hiring for TAMs and 24/7 support staff.


Customer Satisfaction (CSAT)
+10 points (for enrolled clients)
High
Formal SLAs historically correlate directly with improved CSAT scores.




3. Role-Specific Risk Assessment
This assessment highlights potential risks for this policy change.
For: Maria Rodriguez (EVP, Customer Service)

Operational Risk (High): As noted by support leadership, current staffing may be insufficient to meet the aggressive 15-minute SLA. Failure to meet this SLA would damage the premium brand promise and lead to client dissatisfaction.

Mitigation Recommendation: Commission a detailed workforce capacity plan and consider a phased rollout, starting with a pilot group of 5-10 clients.


Financial Risk (Medium): The increased operational cost from new hires could negatively impact departmental margins if client adoption rates are lower than projected.

Mitigation Recommendation: Align with Finance on a final cost-benefit analysis before launch.



For: David Lee (Chief Compliance Officer)

Data Handling Compliance Risk (Low): The policy draft correctly references existing corporate data privacy policies (CP-045). The risk is low, provided that all new TAMs receive mandatory GDPR and CCPA training.

Mitigation Recommendation: Mandate and log completion of Data Privacy Training Module 2.B for all personnel assigned to Priority Plus clients before they are given system access.


SLA Compliance Risk (Medium): Failure to consistently meet a contractually guaranteed SLA could result in financial penalties or legal disputes with clients.

Mitigation Recommendation: Ensure the client contract includes clear definitions of "response time" and clauses for service credits in the event of non-compliance.




4. Decision Audit Trail
This report, the source documents, and the final approval decision will be logged under Audit ID #DEC-77491-CSP.